TripAdvisor Traveler Rating

Excellent pools and location

Beautiful location, very nice renovation adding a lobby bar and opening the restaurant out to the marina overlooking patio made the hotel very welcoming and special. My room was clean and pillows super soft and dreamy. Self-parking is overpriced, rates have gone up, and resort fee has no value for me as a business traveler. That is the reason I rate the hotel 4/5.

The location was perfect and close to the airport. The view was beautiful and the room was spacious. I loved it here.

The location is beautiful. The room and hotel are comfortable and beautiful and clean. The underwhelming part is the room service. The good is delicious but it comes in a brown paper bag just like door dash. No care. Nothing nice or classy. What happened to the days of pampered room service? That part was disappointing.

I normally don’t leave reviews, but after my experience, I felt like I had to. What shocked me even more was coming here to leave a review and seeing multiple people describing the exact same issues with the same employee. At first I thought maybe she was just having a bad day, but when so many guests are reporting similar experiences, it becomes clear that this is a bigger problem. During my stay, I was moved from the Marina Tower to the Bay Tower, and unfortunately that’s where I had to deal with Michelle. From the moment I interacted with her, she came across as annoyed, dismissive, and completely uninterested in helping guests. What stood out to me the most was that she was noticeably dismissive toward me while being perfectly pleasant and friendly to my fiancé right in front of me. The difference in how we were treated was hard to ignore and made the interaction even more uncomfortable. Instead of feeling welcomed and taken care of, I felt like I was inconveniencing her just by asking basic questions. Her attitude was rude and unprofessional, and the way she interacted with me left a very negative impression of what should have been an enjoyable stay. I understand that everyone can have an off day, but it’s unacceptable when this many guests are reporting similar experiences and nothing seems to be changing. Seeing multiple reviews mentioning the same employee before writing my own was honestly surprising and concerning. Hospitality employees are often the first impression guests have of a hotel, and based on my experience, Michelle in the Bay Tower did not reflect the level of customer service I would expect. I hope management takes these concerns seriously because no guest should feel unwelcome when staying at this property.